Re amaze Reviews

Pros

Keeping in touch with customers and staying on top of issues has been one of the most valuable parts of using it.

Cons

At times, the site feels a little laggy and I need to refresh the screen to get things working properly again.

Pros

Something that really stands out is how simple it is while still giving a clear view of customer conversions. It also does a really good job with live chat and helpdesk integration. The shared inbox is especially useful because the whole team can view text messages, chats, emails and social messages together in one place. It works very well for sending targeted content to customers since we can also keep track of their activity.

Cons

I haven't come across any drawbacks at this point and it seems to include all the essential features we need.

Pros

Works really well for teams across the board, including people who are completely new to it. It handles most of what we need without much hassle.

Cons

It still doesn't integrate with every social media channel or content type and it does run into recurring issues that sometimes cause things to break. That said, support is always quick to reply when something comes up.

Pros

One of the best parts for us is the Shopify integration. Whenever a customer reaches out, our support team can instantly view the relevant order details. That makes it much easier to respond quickly and deliver a really strong customer experience.

Cons

A frustrating limitation is in the knowledge base editor which still doesn't let you upload images directly into an article. To include a photo, you have to link to an external URL instead. That becomes pretty tedious especially when migrating content from another knowledge base. Re:amaze has been excellent overall so this restriction honestly caught me off guard.

Pros

It checked the two boxes we absolutely needed, multi-channel customer support case management for email and on-site chat, plus a knowledge base. Those features were essential because they work hand in hand for us. We handle customer questions directly through chat and email, then as recurring issues start to show up, we turn those into KB articles so more users can solve things on their own over time. It also feels like it keeps adding new functionality without bumping up its already reasonable pricing. Our team only uses two seats and I could see plenty of small businesses managing just fine with one. The mobile app has been helpful too when I need to stay on top of support while away from my desk.

Cons

My only real complaint with Re amaze is the knowledge base editor. The KB system covers the essentials well enough: you can organize categories, manage article workflows from draft to unlisted to published and there are some nice extras like embedding JS code or forms built with the form builder. The weak spot is the editor itself which feels a few versions behind where it should be. Jumping between the editor, code view and preview feels awkward and outdated. A live preview panel, along with better styling and inline code handling, would make a big difference. There's also no built-in syntax highlighting which feels especially important for technical products whose customers need code samples in KB articles. Even with that, I get the sense Re:amaze will keep improving it so I'm still very comfortable recommending it especially compared with Zendesk and other older support platforms.

Pros

We're now bringing in more leads along with better-qualified prospects.

Cons

It took a bit of time to get familiar with at first but now it feels very simple to use.

Pros

Everything feels very user-friendly and it connects nicely with social media as well as our ecommerce site. Having help desk software included also makes it a really complete solution.

Cons

There's honestly not much to complain about. The only thing that feels a bit off is that some shortcut keys aren't the usual standard like using Ctrl + L for links instead of Ctrl + K which is what I'm used to from Gmail, Word and similar tools.

Pros

Getting started with it was simple and using it has been just as simple. The customer service has been incredible and they even went as far as adding a feature I suggested.

Cons

Hubspot integration could be better and it's also not HIPAA compliant.

Pros

Being able to move between the mobile app and browser version depending on whether I'm at my desk or away from it has been really helpful. It lets me answer customer questions quickly and makes it much less likely that anything gets missed. A couple of additions would make it even more useful for me: first, if I start writing a reply on mobile and can't finish it, I'd love for that draft to automatically appear in the browser when I open the same ticket so I can pick up right where I left off. Second, while typing responses, it would be valuable if Reamaze could search in the background for similar past replies and let me quickly paste from older tickets. For instance, I often send customers product URLs so if I type part of a product name, it would be amazing if the system suggested the correct link instead of making me open another tab and copy it manually. Aside from that, the response templates and help articles are useful even if they're not always flexible enough for these faster reply situations. I also appreciate how well it connects with Facebook Messenger and other social platforms.

Cons

The mobile app does crash from time to time while I'm typing replies on my iPhone 8+ with the latest iOS and that can get pretty frustrating.

Pros

The setup is uncomplicated and the software is very simple to use. It includes all the features we need.

Cons

Haven't run into any issues with the software, the overall experience has been very positive.

Pros

One of the best parts is how much it improves communication and keeps different departments aligned and working together.

Cons

I don't have any negative feedback to share.

Pros

Having multi-channel communication in one system, including social platforms, means there's only one place to sign in and view every customer conversation. The Shopify integration is a big advantage too since it gives useful background on the customer before replying. It's also really helpful being able to see when someone else is already active in the same message which avoids duplicate replies and saves time. There's a lot more to appreciate beyond that as well.

Cons

I wish it leaned a little more toward sales use. I can tell Reamaze is moving in that direction but even though the embedded shoutbox is useful, it doesn't always look polished enough for sales purposes. If the shoutbox could work alongside creatively designed pop-ups, I think it could become a much stronger sales tool too.

Pros

Everything is very simple to use, it connects nicely with a lot of different platforms, training new users doesn't take much effort and the reporting is simple to work with.

Cons

Nothing major comes to mind, honestly. If anything, having even more integrations or partner options would be nice but it's definitely not something that takes away from the experience.

Pros

Right away, this has been an excellent tool for improving website conversions. Being able to answer customer questions and provide recommendations during the conversation has been fantastic for turning enquiries into sales. The Shopify integration is especially valuable because our team gets instant access to customer information which makes it much easier to respond accurately while chatting. Support has also been quick to reply and the platform is very user-friendly so our team got up and running fast with very little training.

Cons

At this point, I'm very happy with it overall and don't really have any complaints.

Pros

Whenever I need assistance, the support team is quick to respond and genuinely helpful.

Cons

There are a few too many clicks involved which can make the platform feel overwhelming at times. It's also missing some features that Tidio Chat offers.

Pros

A really solid tool for managing support across multiple channels and websites.

Cons

It still needs a few more features to fully support Instagram direct messages.

Pros

It covers everything I need for customer service in my small business without piling on the extra, bloated tools a lot of competitors include. It stays lean, affordable and does the job really well. I've been using it for years and honestly, I haven't had any real complaints.

Cons

It's actually hard to come up with much to criticize about it but if I had to point to something, I'm not a huge fan of how the shout boxes are laid out. The format can be a little confusing for some users.